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IT Support Specialist
2 months ago
We are seeking a highly skilled and motivated IT Support Specialist to join our team at Focus Resourcing Group. As an IT Support Specialist, you will play a key role in providing technical support to our customers and internal teams.
Key Responsibilities- Manage, investigate, own, and resolve technical requests and incidents in a timely and efficient manner.
- Act as a point of escalation for technical support requests and incidents, providing expert guidance and support to customers and internal teams.
- Support the administration, learning, testing, and troubleshooting of various platforms and applications used by the business.
- Provide desktop, laptop, server, and Mac support, as well as collaborate with the Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
- Work closely with Testers and Developers to diagnose and fix issues, and produce documentation and step-by-step guides to build and maintain our knowledge base and facilitate knowledge transfer across departments.
- Raise improvement requests with the business and log them in internal systems.
- Participate in technical conversations, sharing knowledge with the team and assisting with internal/external communications on incident progress with a clear understanding of risk and impact.
- Administer our websites, applications, Active Directory, and Office365 users, groups, permissions, and compliance.
- Assist the Customer Interaction team with complaints relating to our products and services.
- Contribute to the enhancement of the organisation's cyber security posture by collaborating with the team to strategise and plan for pen testing, and play a key role in preparing the company's desktop and server estate to meet Cyber Essentials and Cyber Essentials Plus standards.
- Experience with incident management and analytical problem-solving skills.
- Effective communication skills, with the ability to explain technical concepts to non-technical customers.
- Excellent time management and ability to prioritise workload.
- Able to build great relationships with the team, other teams, and suppliers.
- Ability to work independently using own initiative as well as being a team player.
- Good working knowledge of MS Office, PowerShell, and other similar tools.
- A positive working attitude, approachable and responsive to requests for help in order to assist team members or other co-workers.
- Preferably Bachelor's degree (or equivalent) and a qualification in IT would be advantageous.
